IER Introduction To improve the flow of people and goods Christophe ARNAUD – Head of Transportation LOB
IER 2013 – CA_VA_Consulting_May_13
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Overview on the new IER Industry 2012 trends, facts & figures 2013 IATA initiatives IER & Competition offering at Check-in & Boarding Focus on recent self-service implementation & lessons learned IER offering for VA project
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IER is a subsidiary of the Bolloré Group
One of the 500 largest companies in Europe active in services, industry and media: > Transport and logistics > Fuel distribution > Solutions to improve people and flow management (IER) > Plastic films for capacitors and packaging > Communication and media
IER 2013 – CA_VA_Consulting_May_13
Net sales 2012
Employees
10.2 Bn €
38,000
20% of growth in 2012
in 110 countries Page 3
IER is headquartered in France, Paris
Our mission:
To improve the flow of people and goods
Net sales 2012
Employees
140 M €
700 in 9 countries
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IER is a worldwide company with multiple offices
Worldwide locations : Germany Celle
Spain
China
Madrid
Shanghai
United states Belton Dallas
France
Singapore
Paris Besançon Buc Nantes
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IER is addressing 6 key market segments
Warehouse
Logistics
Retail & point of sale
Other Public Places
Airport IER 2013 – CA_VA_Consulting_May_13
EV infra & Car Sharing
Postal organizations Page 6
Warehouse
Picking solution : Principles: • • • •
Hands-free order preparation Natural voice « No learning » voice recognition Repetition rate lower than 3%
Benefits: • •
Decrease preparation time Fewer errors on reference and quantity
References: Markers: 4,000 warehouses equipped
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Vehicle Communicating vehicles: fuel consumption, safety and fleet management Principles: •Read and upload the CANbus data •Analyze and detect events, based on business rules •Management notification workflow •Whiteboard for fleet management
Benefits: •Fuel consumption reduced by 10% to 15% •Less road violence •Optimization of the coast
Markers:
References:
70,000 vehicles equipped
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Vehicle Proof of delivery : Principles: •Management per exception •Tracking of the journey •Electronic signature on the device •Planed versus actual, and notification
Benefits: •Better homogenization of the personal service provided by the driver •Optimization of the journey management •Reducing customer claims
Markers:
References:
50,000 drivers equipped
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Point of Sale Contactless technology : self-service checkout and real time process flow for point of sale Principles: •Instant reading of article RFID labels •Information and customer loyalty programs •Faster payment and anti-theft measures •Real time process flow for point of sale
Benefits: •Reduce waiting time at checkout lines and offer an easy and rapid checkout •Reduce checkout errors and shrink losses •Improve customer service
Markers:
References:
900 RFID equipments deployed 100 millions of RFID tags manufactured per year IER 2013 – CA_VA_Consulting_May_13
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Airport Solutions for the management of passengers and bags : Principles: •Streamline the passenger process in the airport, from check-in to boarding, providing self-service check-in solution, baggage drop off solution and boarding gate
Benefits: •Facilitate the passenger process •Improve the quality of services to customers •Optimize passenger management costs
Markers:
References:
+ 300,000 peripherals deployed + 3,000 kiosks monitored 24/7 + 800 airports served + 400 airlines served IER 2013 – CA_VA_Consulting_May_13
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Road Electric mobility and carsharing : Principles: •Design and deployment of kiosks for subscription and for EV rental •Manufacture and installation of EV charging kiosks •Embedded kit for enabling the car to be shared •Complete suit of carsharing components
Benefits: •Real quick access to use a vehicle •Availability of the car to be shared
Markers:
References:
+ 4,000 charging kiosks deployed + 2,000 electric vehicles equipped IER 2013 – CA_VA_Consulting_May_13
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Public Places Visiokiosks solutions : Principles: •Extending the self-service experience: postage for letters and parcels, print and exchange of train tickets in complete autonomy •Proposal of new type of services and payment modes
Benefits: •Reduce queuing time at counters •Improve the quality of service to customers •Staff redeployment to customer consulting tasks
Markers:
References:
+ 10,000 self-service kiosks deployed
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2 high tech production sites
Besançon : printers, kiosks and EV
3 expertises : Assembly of electromechanical products Repair shop for Europe Global distribution of spare parts Quality and reactivity
2 expertises : R&D for inlays designs and labels Assembly and transformation of the tags
Buc : RFID
The largest RFID center in Europe
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Dedicated Research & development teams
Innovation & Conception
Development
In charge of the technological road map Experts able to create quick prototyping In charge of architecture Innovation and technological consistency
Electronics Mechanics Embedded development Server development OEM’s Complete control of the entire development of our solutions
Q&A
Functional qualification Technical expertise Scalability tests Crash tests Certifications and homologation Robustness and stability of the solutions delivered
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A project approach to meet your expectations
A methodology to meet customer satisfaction :
Standardized and relying on the « Agile Method » and conducted by our different project teams
Assistance to the Project Owner Feasibility study Project framing Choices
Management and control tools to follow the project step by step A strong customer support and monitoring
Project management
Project management Lead time / cost Conformity Indicators
Quality Conformity Lead Time
Needs Evaluations Priorities
Methods and development cycles
Agile methods Quality Costs Lead Time
UML*/ UP**
Acceptance plan
Tests execution management TDD* / ATDD**
Assistance to the Project Supervisor *Unified Modeling Language
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Specifications Functional specifications
** Unified Process
*Test Driven Development **Acceptance Test Driven Development
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We are committed to a top service level agreement A complete range of post-project services to ensure sustainability of your projects :
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Overview on the new IER Industry 2012 trends, facts & figures 2013 IATA initiatives IER & Competition offering at Check-in & Boarding Focus on recent self-service implementation & lessons learned IER offering for VA project
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Do passengers want more self-service? Self-service check-in usage still increasing Clearly passengers want more self-service Its popularity continues to increase Over 2/3rd of all pax had used a self-service channel, such as a website, kiosk, mobile or social media, for check-in This is a significant increase compared to 12 months ago
Check-in Channel Used on Day of Channel 100%
68%
80% 60% 40%
55%
20% 0% 2011
2012 Self-service check-in
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Do passengers want more self-service? The bag journey of the future is fully automated Baggage is often identified as the biggest barrier to achieving full self-service check-in. The chart below supports this view again this year with many passengers still not using self-service check-in because they needed to check-in a bag at a counter (BT vs BD) Unassisted bag drop can solve this problem, while also reducing queuing, and in doing so address the key concern of passengers “loss of time” at airports. Globally the bag drop process is ranked high (6.8) on the technology attractiveness index by passengers.
Technology attractiveness index 10
8
6
4 IER 2013 – CA_VA_Consulting_May_13
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Do passengers want more self-service? Industry Deployment Plans for Self-Service Airlines are working to alleviate passenger stress by investing in technology to reduce wait times at airports. indicated 74% of airlines and 60% of airports plan to offer automated bag-drop by 2015 Airlines, as well as airports, also have very ambitious plans to implement self-boarding and transfer kiosks. By 2015, the deployments will rise from only a few airlines/airports today to over half of our survey respondents
Airports
Airlines
79
39
74 60 53
54
54
54
65
47 45
44
8
10
44
50
40 13
Self printing bagdrop
Unstaffed Bag Transfer kiosk Self-Boarding drop locations (Common Use)
Deployment by 2015
9
10
4
Unstaffed Bag Transfer kiosk Self-Boarding drop locations (Common Use) Source 2012 Airline Business Airline and Airport IT Trends Surveys
Current deployment IER 2013 – CA_VA_Consulting_May_13
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Is mobile self-service at a tipping point? Smartphone penetration among passengers soars The mobile phone is now a standard accessory for all passengers, with 70% carrying a Smartphone, up from 54% in 2011. It also represents a level significantly higher than the proportion of Smartphone users among the general population. In the U.S., for example, Smartphone subscribers represent about 42% of all U.S. mobile users (Source: ComScore). Travelers increasingly rely on mobile technology along the whole journey and airlines are introducing mobile apps to improve passenger interaction. The 2012 Airline IT Trends Survey indicates that mobile apps and websites will be the two dominate channels for passenger interaction beyond 2015.
Percentage of Passenger Traveling with a Smartphone 70%
70 60
54%
50 40
28%
30 20 10 0 2010 IER 2013 – CA_VA_Consulting_May_13
2011
2012 Page 22
Is mobile self-service at a tipping point? Passengers are ready Airlines have not been slow to notice, with many ramping up deployment of mobile check-in functionality. We estimate that 50% of airlines now offer the service, increasing to 90% of airlines by 2015 Conditions are now right for an explosive growth of mobile app-aided travel Usage of mobile check-in and boarding among passengers has increased steadily in recent years Survey shows a clear acceleration of mobile check-in usage, marking the start of mainstream mobile self-service usage
Availability
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Passengers usage (at least once)
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Is mobile self-service at a tipping point? Delivering information & datas Directions & maps on mobile Mobile boarding passes Encoding permanent RFID tag Flight search Flight status notifications & Airport status update
Mobile payment based on NFC and mobile web browsing Sell airport services Sell promotion of airlines offers Mobile booking Sell ancillary services (in-flight meals and duty frees, seats upgrade, lounge access, fast lanes) Sell airport retail promotion
Mobile personalized advertizing Mobile technology clearly has the potential to transform generic promotions into more specific, tailormade offers, relevant to the context and location of the passenger. Today, only a few airlines exploit the concept of ‘personalization’ in their commercial strategy
Touching the passenger through mobile social media app The majority of travelers are active on social media Opportunity to sell other services, allow flight booking, sending offers & promotions, searching fares, sending flight updates IER 2013 – CA_VA_Consulting_May_13
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Overview on the new IER Industry 2012 trends, facts & figures 2013 IATA initiatives IER & Competition offering at Check-in Focus on recent self-service implementation & lessons learned IER offering for VA project
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IATA 2013 new StB Program: 5 goals
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IATA fast travel program
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IATA fast travel Global capability roadmap
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Overview on the new IER Industry 2012 trends, facts & figures 2013 IATA initiatives IER & Competition offering at Check-in & Boarding Focus on recent self-service implementation & lessons learned IER offering for VA project
IER 2013 – CA_VA_Consulting_May_13
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Baggage processing – Self-tagging & Bag Drop
The Problem While self-service check-in is massively offered to passengers by airlines, baggage check-in remains a difficult process. Passengers having checked-in via a self-service channel still have to stand in long queues only to drop their bag.
The Solution Increasing significantly passengers through put at bag drop locations by allowing passengers to print and apply their bag tags themselves and offer a dedicated touch point for baggage acceptance only. desks and offering more control. IER 2013 – CA_VA_Consulting_May_13
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Self Service baggage processing - Benefits
Airlines Lower operational costs better pic management On time departure Maximize self-service value proposition
IER 2013 – CA_VA_Consulting_May_13
Airports Lower operational costs Maximize existing physical infrastructure Better pic management Retail revenue growth opportunity Reduction of congested area minimizing security threats
Passengers No queues at airport More control and better convenience More options Flexibility and combination of channels to complete both passenger and baggage check-in formality
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Baggage processing – Air Canada
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Baggage processing – Air Canada
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Baggage processing – Swissport
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Baggage processing – ANZ
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Baggage processing – Billund Airport
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There are more than 15 baggage drop provider
There are lots out there…
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Handheld self-service bagdrop
Scan wrong bag risk No multi-tag detection Scan tag not set on bag risk Weight cheating risk if no intrusion Fraud & mistake risk May not be accepted everywhere
Very open / fast No tag reading issues Quick setup on existing counters Low cost Counters can still be used by agent Allow to reuse existing millwork and injectors Intrusion detection possible
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Hybrid Bagdrop / Full automated reusing existing injectors Existing counter need to be replaced Pricing much more expensive than handheld self service baggage drop solution
Hybrid counter (reversibility) Manage both existing CUTE peripherals and CUSS platform (hybrid) Easily upgradable with any type of token reading equipment (passport, BC, biometrics, bag tag, receipt, NFC, EMV payment) 1 step and 2 step ready No risk to scan wrong bag No risk for multi tag detection No risk for scan tag not set on bag No risk for weight cheating Intrusion detection Footprint to fit existing counter footprint (width – 1000 mm) Allow to reuse existing injectors IER 2013 – CA_VA_Consulting_May_13
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Full automated self-service bag drop Existing counter and injectors need to be de-installed Counters and injectors cannot be reused Pricing much more expensive than handheld self service baggage drop solution and hybrid 2 in 1 bag drop Very large footprint Require a dedicated hall with large space availability Easily upgradable with any type of token reading equipment (passport, BC, biometrics, bag tag, receipt, NFC, EMV payment) 1 step and 2 step ready No risk to scan wrong bag No risk for multi tag detection No risk for scan tag not set on bag No risk for weight cheating Doors protects for intrusion
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Self Service boarding process An airline offering the ability for a passenger to self-scan their boarding token to gain entry to the aircraft in a controlled manner.
The Problem Airlines try to minimize aircraft turnaround times and reduce operational costs at boarding for both narrow and large body aircrafts. Passengers are standing in long queues to board the aircraft resulting in dissatisfaction and potential departure delay.
The Solution Allow passengers to self-scan their boarding token at the gate to gain entry to the aircraft in a controlled manner. IER 2013 – CA_VA_Consulting_May_13
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Self Service boarding process - Benefits
Airlines Lower operational costs Improve aircraft loading time Dedicate agent attention to passengers requiring additional assistance and time to board More efficient use of gate agent’s expertise and time Improved overall process Reduce aircraft turnaround time
IER 2013 – CA_VA_Consulting_May_13
Airports Lower operational costs Maximize existing physical infrastructure Better IRROPS management Retail revenue growth opportunity Reduction of congested area minimizing security threats
Passengers No queues at boarding gate Getting entry to the aircraft quicker Consistent service delivery Better services for passengers requiring extra attention Self service one stop shopping
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Boarding process - JAL
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Boarding process – ANA
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Boarding process – AF
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Boarding process – SAS
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Boarding process – ANZ
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Boarding process – Incheon
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Overview on the new IER Industry 2012 trends, facts & figures 2013 IATA initiatives IER & Competition offering at Check-in & Boarding Focus on recent self-service implementation & lessons learned IER offering for VA project
IER 2013 – CA_VA_Consulting_May_13
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Baggage Drop with United at IAH 800 bags per day & Average transaction time is 15 sec Started March 2013 - Domestic & international flight served Agent controlled process to educate the passenger CUSS based, The solution adapts on existing injector 1 step and 2 step configurable – RFID & Barcoded baggage ready
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Baggage Drop: lessons learned
LESSONS LEARNED 1. People choose people: if you give choice, a customer has the tendency to choose for manned desks 2. Self service is not the same as no service 3. More agents is a self service process doesn’t necessarily mean more speed in the process 4. Yours customers will act as mentor for the other customers 5. Whether airport innovation is a success or not, depends very much on airport infrastructure (1 step increase queuing time if not enough BD positions) 6. Our airport infrastructure is not designed for group dynamics, but most customer are member of a group 7. It does not need a desk to offer service
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Home printed IATA pilot at Billund Airport PROCESS:
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1.
During the web check-in, the passenger is asked if he has any bags to check-in and if he wishes to print the bag tags at this point
2.
The passenger can choose to print bag tags for 1-9 bags
3.
The bag tag numbers are added to the pdf boarding card so that the bag can be tracked if lost
4.
The bag tag(s) are automatically printed with the boarding pass
5.
The passenger then folds the A4/letter size bag tags as per the instructions in the lower right hand corner
6.
The passenger inserts the bag tag into the plastic holder provided by Billund Airport
7.
The passenger proceed to a dedicated express bag drop counter where the bag is accepted and, after that, processed as any other bag
8.
Upon return, the passenger has the option of depositing the used tag for later reuse by other passengers Page 52
Home printed IATA pilot at Billund Airport STATUS Two test flights in May 2012 Full production since 1 September 2012 5-20 departures per day All charter carriers hosted in Unisys local DCS included (around 15) Approx 15% of all bagtags printed at home Passenger reactions very positive Very minor changes to the tag
LESSONS LEARNED Approvals were easy to obtain Distribution of plastic holders is key Communication to the passenger important Must offer distinct benefits to the passenger Less queueing time Make it an integral part of the web check-in process
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Overview on the new IER Industry 2012 trends, facts & figures 2013 IATA initiatives IER & Competition offering at Check-in & Boarding Focus on recent self-service implementation & lessons learned IER offering for VA project
IER 2013 – CA_VA_Consulting_May_13
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We are redesigning passenger process…
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… and building totally integrated intelligent objects…
IER integrated checkin & tagging area
IER integrated bag drop
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… to eradicate today’s airport departure experience
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We are considering a door-to-door passenger journey
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Get to the airport with 0 carbon emission car sharing solution and reduce traffic jam at terminal User experience:
IER solutions & technology:
EV infra & Car Sharing
IER Platform Get into the car and feel like home
Charging terminals Retrieve your favorites
Manage favorites: music, destination and radio stations Charging cable
Update, change favorites IER 2013 – CA_VA_Consulting_May_13
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Create dedicated car sharing station, empower your brand image while offering a door to door service Domestic Airport VA EV car sharing station
VA EV car sharing station
International Airport VA EV car sharing station
VA EV car sharing station
Airport parking
City Business District IER 2013 – CA_VA_Consulting_May_13
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Identify yourself, retrieve you boarding pass and print your bag tag User experience:
Plug an play
IER solutions & technology:
Airport & Airlines industry
IER 401 & IER 560 & IER 602
Print a tag or a boarding pass
Reload paper easily
AEA application integrated in your terminal image
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Millwork integrated peripherals
IER 560 has been designed to be fully and easily integrated into a table or a wall and can print both bag tag and boarding pass simultaneously
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Manage IER peripherals in a easy way and transform tablets into the kiosk of the future User experience:
Get to the tablet and identify your self
IER solutions & technology:
Airport & Airlines industry
IER software suite solution for tablets
Check 'in your self
Ask for baggage allowance, pay and print a tag
Pay for ancillary services
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AEA peripherals software suite
CUSS application software suite
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Allow agents to meet and process the passenger with a portable tablet for pre-flight and in-flight purposes User experience:
Meet an agent
IER solutions & technology:
Airport & Airlines industry
IER software suite solution for tablets allows to be connected remotely to printing peripherals
Agent identify the customer Sell ancillary services, treat queue busting, increase level of services
Agent process a payment for in flight services or pre-flight baggage allowances Agent print/send remotely the boarding pass and print the tag
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AEA peripherals software suite
CUSS application software suite
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Generate ancillary revenues with multi tasks CUSS kiosk with a ruggedized solution for parking & hall User experience:
Get to the kiosk and identify your self
Check 'in your self
Ask for baggage allowance, pay and print a tag
IER solutions & technology:
Airport & Airlines industry
IER 919 self service kiosk
PCI DSS compliant payment & visio conference ready for realtime remote assistance
Pay for ancillary services
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Drastically simplify the process, stop printing bag tag, and go with permanent RFID tag solution User experience:
Apply for your “Velocity” permanent bag tag
Attach it on your bag
IER solutions & technology:
Airport & Airlines industry
IER RFID /Permanent tag produced by IER Customizable design and form factor Read by IER technology 100% compatibility 100% availability
Identify your at the airport
Drop your bag in second
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It’s never been that easy to drop your bag in a tailor made manner User experience:
Get to the baggage drop solution
IER solutions & technology:
Airport & Airlines industry
IER tailor made baggage drop solution to adapt your millwork
Put your bag on the belt
Depending on staff allocation, an agent will be checking in your bag...
... Or process yourself your baggage check-in
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Provide high service level to your customer at each touch points with vision conference assistance User experience:
Get to the kiosk
IER solutions & technology:
IER kiosk video conference system
Ask for assistance by simply pushing a button
Enter into video conference
... Be advised and assisted and continue your journey
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Increase pre-flight retail revenue with quick expedited self service payment solution User experience:
Grab your meal or item in a second
While thinking at your next flight
Pay in a second without scanning items 1 by 1
IER solutions & technology:
Retail & Point of Sale
Expedited Self Payment Kiosk
IER : first company in the world to integrate successfully RFID technologies allowing ultra quick payment
Have a seat and enjoy your meal or your item
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Expedite boarding process with automated gates while concentrating staff on specific pax demand User experience:
Get to boarding gate
IER solutions & technology:
Airport & Airlines industry
IER 710 SlimGate Ultra high pax detection
Wave your NFC mobile phone
Scan your Boarding pass
Be detected by the sensors in case of tailgating
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Our boarding solution are ready to integrate biometrics solution to AUTOMATE the ID CHECK for international flight self boarding
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You are looking to the ultimate customer experience
“We are committed to provide you the right time saving technologies to meet your expectation”
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Thank you for your attention
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